• Solutions
  • Department
    • Mailroom
    • Human Resources
    • Accounts Payable
    • Accounts Receivable
  • Industry
    • Manufacturing
    • Financial Services
    • Healthcare
    • Insurance
    • Government
• Company
  • Awards
  • People
  • Partners
  • Newsroom
  • Careers
  • Process
• Case Studies
• Technology
  • Scanning
  • Workflow
  • Archival
  • Beyond the Ledger
  • Capture
  • Docuport
• Events
  • Conferences
  • Webinars
  • Horizons Conference
  • Training
  • Government Summit

• Support
• Privacy
• Contact

Technical Support Engineer Opening

Job Category:  Technical Support Engineer

Department:    Technical Operations 

Reports To:  Vice President of Technology 

Status:  Full Time

Career Level:  Experienced

Relevant Work Experience:  2 - 5 years

Education Level: Professional

Location:   Liberty, SC 29657

Position Description

Technical Support Engineers are responsible for ensuring that KeyMark’s customers receive exemplary technical support.   This includes providing direct technical support as required and acting as a liaison between KeyMark’s vendors and the customer when vendor involvement is required.  KeyMark views customer relationships as the essential factor in KeyMark’s long-term success so the ability to manage and maintain positive, proactive customer relationships is critical.

Essential Duties & Specific Responsibilities

Duties and responsibilities of the Technical Support Engineer include performance of the following actions:

• Provide direct technical support to customers.

• Manage customer escalations to timely completion and assist in root cause analysis and solutions. 

• Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues.

• Provide on-site technical support for certain scheduled software upgrades.

• Provide on-site technical support in certain critical situations. 

• Document and record all activity and communication with customers over telephone and email.

• Proactively produce support communications for customers on recent software defect alerts, product releases and new Information.

• Build and maintain strong, cooperative relationships with the support departments of KeyMark’s business partners.

• Assist with the identification and development of necessary service processes, metrics, infrastructure and reporting.

• Work with Technical Operations Management staff to set objectives.

• Assist Sales with customer site visits to discuss support open incidents and KeyMark Support Services.

Note: The above are examples of key duties and responsibilities, and are descriptive rather than restrictive in nature. Other duties and responsibilities may be assigned.

Managerial or Supervisory Responsibility

None.

Responsibility for Contacts

Extensive contacts both internally and externally. Externally, the Technical Support Engineer interacts with customer representatives and business partners. Internally, the Technical Support Engineer interacts with local and remote management and staff.

Responsibility for Resources

None.

Qualifications & Required Background

The requirements listed below represent the qualifications necessary to carry out the essential duties of this position.

Education & Certifications

• Bachelor’s degree in Engineering, Computer Science, or equivalent preferred.
• Hyland OnBase certifications strongly preferred
• Minimum 2 years of customer-facing technical support or implementation experience.
• In-depth knowledge of and practical experience with Hyland OnBase strongly preferred.
• Knowledge of and practical experience with Kofax Capture and KTM a plus.
• Knowledge of and practical experience with AnyDoc a plus.
• Knowledge of and practical experience with NSi Autostore a plus.
• Knowledge of and practical experience with Oracle and MS SQL Server database systems a plus.
• Knowledge of and practical experience with MS SharePoint a plus.
• Familiarity with VBScript, JavaScript, and C# a plus
• Ability to effectively interact with management and foster a cooperative work environment.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Disciplined work habits, attention to detail, and a strong sense of self-motivation.
• Ability to take initiative and to adapt to direction changes and challenges.

Experience, Knowledge & Technical Skills

Other

• Must be able to handle sensitive customer issues professionally.

Travel Requirements

To complete the job responsibilities and duties described previously, the Technical Support Engineer is expected to travel on business up to 20% of working time.

Additional Information

KeyMark is expanding its support offering to a 5X12 format.  The resulting staffing model may require staggered shifts and some non-traditional work hours.  Due to the nature of the business, some after-hours and weekend work may also be required.